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Third Party Software Support Agreement

You should also think about the potential for escalating errors in the support provider`s chain of command and how this escalation should work. Anderman notes that a clearly defined escalation clause can be a useful provision if a high-priority error in the guidance chain is to be moved upwards, perhaps even as high as the support provider`s CTO, to ensure that critical bugs receive the appropriate response. “Advanced support”: this means that SDL continues to support this version at Level 3 (Support Extended) when a version reaches the date of support level 2 (4 years after the original release date). To access this phase, it is necessary to agree on an extended support agreement between SDL customer support and the customer. No other cumulative updates or general hotfix will be released. Support will be done to the best of his ability. Third-party maintenance results in cost savings of more than 50 percent compared to oEM 16.10 relationships to the parties. The parties to this agreement are independent contractors and this agreement does not establish any partnership, joint venture, employment, franchise or agency relationship between the parties. Neither party has the authority to engage the other parties without the other party`s prior written consent or to assume obligations. Here you`ll find out how to evaluate the third-party support option. What is in the support contract? Jason Mark Anderman, president and co-founder of WhichDraft.com, has negotiated numerous maintenance contracts and even created one of the leading software support models. “You have to make an agreement that meets expectations and creates a strong sense of trust,” he says. “If you don`t have that, things often go wrong.” Smaller third-party support providers are generally better able to drive and exchange wheels than, for example, the support service at Oracle, Says Anderman.

These companies do nothing but offer support, so they are generally more inclined to meet your needs. 1.13 “Third-party software” refers to software that is designated in the corresponding order form as a third-party software program. 16.5 Waiver. The inability of one of the parties to enforce a provision of this agreement does not constitute a waiver of the future application of these or other provisions. The warranty in this Article 6.1 does not apply if: (i) the licensed product has not been properly installed or properly installed or used in accordance with the documentation and supported platforms; (ii) the customer changed the proceeds of the licence (either by himself or through a third party on his behalf); (iii) the customer combined the licensed product with other software or hardware that was not provided or approved by SDL in accordance with the documentation; or vi) the licensed product was subjected to abuse, negligence or unusual physical, electrical or electromagnetic charges or any other type of accident, unless it was an appropriate SDL control to prevent such an occurrence. 11.2 Exclusions. Confidential information does not contain information that was made public and made public prior to public disclosure; (ii) that no act or inaction of the receiving party be made public and accessible to all after the public disclosure of the receiving party; (iii) is already in the possession of the receiving party at the time of disclosure by the disclosure party, as can be seen from the receiving party`s records and statements, just prior to disclosure; (iv) is received from a third party by the receiving party without infringing on that third party`s confidentiality obligations; or (v) be developed independently of the receiving party, without using or referring to the confidential information provided by the revealing party, as shown by the documents and other informed evidence held by the receiving party.